They did it again. Each of the last 4 years we have come here thinking that the administrative handling of things would have improved as the quality of the property has. No such luck. Right from the start there were problems: the actual amount of the charges, the parking reservation, and the actual room that was assigned. The major problem was the room. We were assigned a room with 2 Queen beds, a small dresser, a table/desk, a desk chair, a night stand and a mini-fridge. We had reserved a Deluxe Suite: King bed, couch, chair, electric fireplace, spa/tub, breakfast table and chairs. We paid the amount for the Deluxe Suite before we saw the room we were assigned. After some discussion we were told that the hotel had messed up the reservation (made in October online) and were refunded the difference between the Deluxe Suite and a regular room. After a struggle we were given a patio chair which we were able to use with a pillow for my back. In addition the heat in the room never went about 60 degrees F; the staff tried to fix that and ended up bringing us a space heater...by morning the temp in the room was sufficient. We heard the usual "I'm sorry.", offers of comps next year, etc., but with no guarantee that things will change, we probably will never stay here again. From my perspective the saving grace was that I had printed off the reservation confirmations from both Booking.com and the Hotel Isabella so that I had evidence for my position. The explanation that I heard for all of this was that "we've had some changes at the front desk." In my humble opinion "competence" needs to be a major criterion for hiring for even more changes at the front desk. "Honesty" is also a major consideration. Unfortunately I won't be around to see if that happens.
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- Also Known As:
- Isabella Hotel Toronto